Information about your booking

 

PLEASE READ THE FOLLOWING IMPORTANT INFORMATION ABOUT YOUR BOOKING:

 

ACCESS 

 

We will send you a property guide including access details and directions once we receive payment. Note that our apartments are self-check in so you can arrive anytime you wish after 3pm. If you would like in earlier please let us know, we are happy to grant earlier access without extra charge if the apartment is ready. We will normally send a key safe access code 24-72 hours before arrival, so long as we can take your deposit.

PLEASE ENSURE THAT YOU READ THE PROPERTY GUIDE AND OUR MESSAGES TO YOU BY EMAIL AND TEXT - IF YOU DO NOT YOU WILL NOT BE ABLE TO GAIN ACCESS AND WILL LIKELY EXPERIENCE LONG DELAYS. 

 

PAYMENT 

 

Booking.com 

When you submit your card details to Booking.com, in 99% of cases these are sent to us to process via a secure system. Your payment is made via Barclays Payzone and will show as Key One Property Ltd. However, if you selected "Pay Now" the payment goes via Booking.com. When you booked, part of the terms where that a damage deposit was payable. As Booking.com do not administer such deposits, we need you to contact us to pay this. If you do not we are sorry but we cannot give access. Please don't leave it too late either - guests who do will probably face delays gaining access.

When you booked, the advert stated "payment may be taken any time after booking". You have a 1 hour grace period after booking in which you may cancel without any charge. After this we will normally take the following payment:

30 day refundable price: If you are arriving within 30 days then we will normally take the full payment shortly after you book. Upon your request we may be able to take a part payment and the remainder nearer your stay, but we need you to ask us straight away if you want us to do this. If you are booking outside 30 days, no payment will be taken until 30 days before arrival. 

Non-refundable price: We will normally take the full payment when you book, but we can split it on your request if you contact us quickly after booking.

About Card Payments: Please make sure that your card details have been entered exactly, including the CV2 code. The card MUST match the booker's name and address excatly and there MUST be funds in the account. If it does not the payment will be declined. This is a fraud prevention measure. If it happens we will contact you via the Booking.com message system. We may ask you to re-enter card details/enter new card details/enter your correct address or pay by secure link. We are sorry but if your card is continually declined we may cancel your reservation and you may be liable for a cancellation charge. There may also be a charge for each time your card is declined.

**ATTENTION** MAKING A BOOKING AND PROVIDING CARD DETAILS IN THE KNOWLEDGE THAT FUNDS ARE NOT AVAILABLE MAY CONSTITUTE A CRIMINAL OFFENCE. WE REPORT ANY SUSPECTED FRAUD TO THE POLICE.  WE WILL ALSO DISCLOSE YOUR PERSONAL DETAILS IN FULL TO OTHER ACCOMMODATION PROVIDERS IN SUCH CIRCUMSTANCES, AND ASK BOOKING SITES TO BLACK-LIST YOU. WE MAY ALSO CANCEL YOUR BOOKING.

 

airbnb

Payment and deposit are taken care of by AirBnB so you have nothing further to do there.

 

Tourism NI/Direct Bookings

Well done, you got the best price for your stay if you booked direct! Payment and damages deposit are via card on the same basis as Booking.com (see above). We can occasionally take a different means of payment but there may be a charge for this.

 

CANCELLATION

With Booking.com on the non-refundable rate there is no cancellation allowed and your full payment will be taken. If however you have to cancel, please let us know. If we can re-book the accommodation we may be able to refund you less a charge.

If you have booked with the Booking.com 30 day cancellation policy you can cancel anytime you wish, up to 30 days before arrival. Inside the 30 days, the non-refundable policy applies. If we can re-book the accommodation we may be able to refund you less a charge.

 Check AirBnB policies for cancellation.

CLEANING CHARGE 

All of our properties have a one off additional service charge to cover cleaning and laundry. This charge may be shown separately or may not, it will depend on the country that you have booked from, but it is still the same final price. On each booking website it is SHOWN BEFORE YOU BOOK AND PAY.  The position and size of the wording is down to the websites (not us) so if you have a complaint please direct it at them. 

 

DAMAGES DEPOSIT

Booking.com/Direct: Instead of taking a physical deposit, we will pre-authorise the deposit through your card, 1-3 days before your arrival. A deduction will only be made where there are damages or breaches of our T&Cs but only after we attempt to discuss the matter with you first. Where we are unable to pre-authorise a deposit, a physical deposit will be required. 

If we cannot take a deposit, you will not be allowed access. 

 

COMMUNICATION ISSUES

Booking.com have had a problem with their message forwarding for serveral years. You are supposed to receive all messages into your nominated email account that we send via the Booking.com system. That sometimes fails which means you may not get important messages from us. First check your SPAM box and filters. If you still are not receiving emails then you will need to log into Booking.com regularly to ensure that your payment has gone through and for arrival info. WARNING: WE MAY CANCEL YOUR RESERVATION IF WE CANNOT OBTAIN PAYMENT AND CANNOT CONTACT YOU. 

 

NOISE

All of our properties are in residential areas and are totally unsuitable for parties or noise so if you have booked it intending to have a party please cancel it now. Guests who create noise or act in an anti-social manner will likely lose their deposit.

 

ARRIVAL INFO

Once fully paid (including the depossit), we will send you arrival and property information along with an access code. This code may not be sent to you until the day of arrival as we change it between stays. It means that you can arrive any time you wish but remember to be quiet please.

PLEASE READ THE GUIDE WE SEND YOU - 90% of problems are caused by guests who do not read the guide.

 

REVIEWS

Reviews are an important part of the booking process, however your review must be fair, accurate, honest and balanced. If it is not we may claim all or some of your deposit and in addition we may levy further charges. Please read our T&Cs (below). 

 

CONTACTING US

If you have any questions, queries or concerns, please do not hesitate to contact us:

Key One Property Ltd

115 Cregagh Road                                                                                                           
Belfast 
BT6 0LA


Tel:  00442890 456162* (Voice call only)

This is our office number which is open Monday-Friday 9-5pm. If you are calling us after 5pm this number diverts to our 24 hour service - please allow extra time for us to answer.

If you need to contact us urgently, it is quicker to try one of the mobile numbers below:


or  00447525 426771 (Mobile - voice calls & SMS)

or  00447926 254919 (Mobile - voice calls & SMS)

or  00447980 983341 (Mobile - voice calls & SMS)

Email: keyone@btinternet.com

Website: www.keyoneproperty.co.uk

Registered Company (Northern Ireland) no NI610962     

We manage the bookings on behalf of the property owners.

Your booking is subject to our standard terms and conditions - Click here for Guest Accommodation Terms & Conditions

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